Yes, but it's not support wagging the dog, If they sell a NAS, the customer adds drives to it and already runs into issues requiring support, it creates cost which becomes part of a product problem.

In B2C that's a legal warranty-issue in many countries, because if the product didn't provide the advertised core-functionality the customer has the right for a full refund of the purchase price (within the EU for a period of 24 months!)